First of all, we're sorry for any frustration that was caused by the server rollback that took place a couple days ago. To provide a little more insight into this, after the Spend Shop promo launched on August 15th we discovered that players were receiving 100 times more points than was intended and were therefore able to acquire far more items than would normally be possible. Because this would have caused irreparable harm to the economy, we made the decision to roll back the servers from just after midnight on August 16th to the following times:
Etherblade and Tideswell: 3pm Pacific, August 15th
Twilight Temple and Dawnglory: 4pm Pacific, August 15th
We realize that this type of action affects everyone and it's not something that we chose to do lightly, however, we felt it was in the best interest of our players and necessary to preserve the longevity of PWI. We're looking into a way to make this up to all players, and details about that will be coming later, so please keep an eye on the PWI forums and official news site.
In the meantime, for players who made a purchase during the time that was erased because of the rollback, we've processed refunds and you should see your money returned in 3-5 business days. Unfortunately due to technical limitations, we couldn't issue refunds to individuals who made their purchase through BoaCompra, Xsolla, or via prepaid card. Instead, these players will receive the value of the purchase as Arc credit which can be transferred into PWI. Finally, for players who spent gold that was bought prior to the rollback period, we've credited that amount back to your in-game balance. Please bear in mind that you may need to log out then back in to see the updated balance.
We appreciate your understanding as we work to get things resolved and we apologize again for how much this has affected you.
Special note: if your character is stuck in the cross-server, please contact our Customer Service department and let them know your character name and original server. We'll pass this info to the developers for further investigation.